Call Center Supervisor

Overview
We are recruiting for an exciting leadership oppportunity as a Call Center Supervisor (CCS) at our Centralized Call Center. This is an exempt position and reports to the Call Center Manager. The Call Center Supervisor must be Bi-lingual (English/Spanish required). As a Call Center Supervisor, one can look forward to coordinating, implementing and supervising Call Center agents (CAA). The Supervisor is expected to be knowledgeable to understand department operations, policies and procedures to assure corporate compliance, quality and efficient services. This position requires a strong leader with the ability to prioritize, plan, and direct the department's performance expectations.
Summary of Responsibilities:
Supervise and coordinate activities of the Call Center Agent to ensure site/provider schedules meet organizational productivity expectations and promote health care accessibility for our patients, while ensuring that accurate patient demographic and insurance information is collected from each patient and providing telephone patient access by performing the following duties.

• Direct supervision of Call Center Agents
• Meet department goals by monitoring: Call Handling times, Abandonment rate, Average Speed of Answer, wrap up time Call Quality for all agents, and any other metric as needed or required while still providing quality registration outputs.
• Monitoring queue and tracking inbound/outbound calls for immediate attention.
• Develop a good working relationship with all site leadership teams to keep open communication regarding changes to provider and service schedules that need to be communicated to Call Center Agents
• Work with the Health Center teams to ensure maximum capacity in all provider/service schedules to ensure health care accessibility for our patients.
• Motivating and encouraging CCA through positive communication and feedback.
• Holding monthly 1:1s with CCA staff to form good employee relationship.
• Optimize use of CCA resources by creating schedules to address high call volume needs.
• Provide customer service to internal and external customers for call routing and assisting callers with questions.

Performance Area 1: Supervision of Patient Access Scheduling/Registration and Operators Activities

• Daily management of work assignments. Determines work procedures, prepares work schedules, and expedites workflows.
• Make necessary changes in staffing based on day of week anticipated events, and call volume.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Serves as a liaison between Call Center Department and Health Centers.
• Answers questions and recommends corrective services to address patient needs and complaints.
• Provide communication and follow up to ensure Call Center Agents are fully informed of all new information related to products, procedures, patient needs and organization related issues, changes or actions.
• Maintains harmony among staff and resolves grievances.
• Conducts regular audits of work to ensure quality work.
• Follows policies and procedures as applicable to the department.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Provides innovative suggestions to improve services for the patient and staff experience.
• Monitor individual team members to identify and act on both positive and negative performance trends to insure attainment of revenue goals and performance targets.
• Handles patient complaints appropriately to resolve issue and deliver customer service.
• Responsible for compiling work volume statistics and provides monthly reports.

Qualifications
QUALIFICATION REQUIREMENTS
EDUCATION:

• High School Diploma (Associate's Degree preferred).

LICENSE/CERTIFICATION:

• Possess a valid driver's license

PRIOR EXPERIENCE:

• Minimum five (5) years health care related business experience with knowledge in scheduling or Call Center environment, preferred.
• Two (2) years supervisory or management experience preferred.
• A combination of education and experience will be considered.

SKILLS:

• Bilingual (English/Spanish) is required.
• Experience with patient scheduling and business phone system.
• Experience with Call Center management application and business phone system.
• Knowledge of Medicare, Medi-Cal, and Third-Party payers.
• Familiarity with Medical terminology preferred.
• Demonstration of strong understanding of front office processes and patient intake.
• Customer-service and team focused - Manages difficult or emotional patient situations; Responds promptly to patient needs;
• Solicits Patient feedback to improve service; Responds to requests for service and assistance; maintains emotions.
• Demonstrated good problem-solving skills; sound judgment - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
• Written and oral Communication - Speaks and writes clearly and persuasively in positive or negative situations; Listens and questions for clarification.
• Flexibility and dependability - must be available to work non-standard hours and overtime based on work volume.
• Intermediate to advanced computer skills.
• Able to handle multiple tasks simultaneously.
• Conduct employee evaluations.
• Able to handle disciplinary actions when needed.

The pay range for this Exempt position starts at $64,480 a year. Our salaries are dependent on knowledge, skills, and experience.
In addition, our comprehensive benefits package for regular status employees includes:

• Medical, Dental, and Vision insurance with low premium cost
• Paid time off and paid holidays
• 401k plan with matching contribution
• Educational Assistance
• Employee discounts and more!